Moving to Plusnet

What you need to know about cancellations

1. Moving to a new provider

To move to a new broadband provider you need to ask us for a MAC Key. MAC Keys are valid for 30 days - it's up to you when you give it to your new provider to start the move. Your account with us will close when we confirm that your service has moved, giving you a seamless move with no disruption to your service.

2. Using your MAC key

If you ask for a MAC Key and don't use it, your account with us will continue. If your MAC Key expires you'll have to ask for another if you still want to move. Asking for a MAC Key is only a way of moving your broadband, not cancelling the account.

4. Making a final payment

If we need you to make a final payment, you'll need to use a credit or debit card, where possible. When you ask us to cancel your service, or move to another provider please make sure your payment details are up-to-date and that you're happy for us to take a final payment.

Cancelling your Plusnet service

5. What is a MAC Key?

A MAC Key (Migration Authorisation Code) is a code which any Internet Service Provider can give a customer to let them move their broadband to a different provider. Each MAC Key is different and includes 4 letters, 7 numbers / 2 letters, 2 numbers and 1 letter.

So a typical MAC Key would look like this: LXXX1234567/AB25J or this: OXXX7654321/CD32F

8. How long does it take to get a key?

9. Can I get a key immediately?

Just give our Customer Options team a call on 0800 013 2632 or 0330 123 9197 (for opening hours, please check our Contact us page). We can't always give a MAC Key straightaway, but our team will make sure you get one within 5 working days.

Note: we can't reply to cancellation requests made using the Help Assistant. Please contact our Customer Options team on the telephone number above who will be able to deal with your query.

12. How long do keys last for?

Keys last for 30 days (including Bank Holidays). This time runs from the point we give you the key up until 5pm on the 30th day. If your key runs out before you've moved to your new provider call us 0800 013 2632 or 0330 123 9197 and we'll get you a new one. For opening hours, please check our Contact us page.

13. Can I move if I've got any outstanding debts?

Yes, you'll still be able to move to your new provider. However, if you've still got charges you've deferred (e.g. hardware or setup costs) you'll need to honour these before moving. If you don't know if you need to pay anything Check your Account Summary.

14. What should I do if I'm unhappy with the way my MAC Key request has been handled?

If you don't think we've handled your MAC Key request in the best way, or if we've not given you a MAC Key at all, you should follow our complaints procedure. To find out how to raise a complaint, read our code of practice.